perpustakaan sultan abdul samad customer … · 2020. 3. 14. · 17.7 0 5.3 14 59.6 21.1 0 0 5.2...
TRANSCRIPT
PERPUSTAKAAN SULTAN ABDUL SAMAD
CUSTOMER SATISFACTION SURVEY 2010
PURPOSE
To evaluate customer satisfaction on the services of Perpustakaan Sultan
Abdul Samad (PSAS) and identify ways to improve and enhance our
services.
METHODOLOGY
A questionnaire with 29 questions designed by the Quality Assurance
Unit, was distributed to UPM staff and students. The survey was
conducted from 16th August – 8 October 2010
RESULTS
A total of 1309 questionnaires were returned, which is about 59.64% of
the 2195 questionnaires distributed. The following charts summarize the
results of the survey
borang soal selidik pg 1
borang soal selidik pg 2
DISTRIBUTION OF RESPONDENT
Undergraduate
68%
Postgraduate
10%
Support staff
10%
Academic staff
9%
Research officer
1%
Management &
Professional
2%
DISTRIBUTION OF RESPONDENTS BY FACULTY/DEPARTMENT
FACULTIES/DEPARTMENT PERCENTAGE (%)
Faculty of Agriculture 6.4%
Faculty of Forestry 2.5%
Faculty of Veterinary Medicine 1.1%
Faculty of Economics and Management 5.5%
Faculty of Engineering 7.1%
Faculty of Educational Studies 12.3%
Faculty of Science 10.9%
Faculty of Food Science and Technology 4.0%
Faculty of Human Ecology 9.3%
Faculty of Modern Language and Communication 4.0%
Faculty of Design and Architecture 0.1%
Faculty of Medicine and Health Sciences 4.9%
Faculty of Computer Science and Information Technology 3.8%
Faculty of Biotechnology and Molecular Sciences 4.0%
Faculty of Environmental Studies 1.3%
Faculty of Agriculture and Food Science 14.9%
Institutes ( 5 entities) 2.1%
Schools ( 1 entities) 0.2%
Centers ( 4 entities) 2.2%
Others (7 entities) 3.5%
Total 100.0%
EVALUATION OF LIBRARIES
Main Library
73%
Veterinary
Library
2%
Engineering
Library
6%
Bintulu Campus
Library
14%
LIBRARY OPENING HOURS
0
10
20
30
40
50
60
70
80
Main Library Medical Library Veterinary
Library
Engineering
Library
Campus Bintulu
Library
0.6 3.7
0 1.5 1.1 1
5.6
0
7.7
1.1
8.6
14.8
27.8
15.4
8.3
67.8
48.1 50 47.7
75.6
21.9
27.8
22.2
27.7
13.9
Never use Not satisfied Lees satisfied Satisfied Very satisfied
ELECTRONIC REFERENCE ROOM (COUNTER
SERVICE)
0
10
20
30
40
50
60
70
80
Never use Not satisfied Lees satisfied Satisfied Very satisfied
3
1
10.3
71
14.7
5.9
0
5.9
49
39.2
Main Library
ELECTRONIC REFERENCE ROOM
(COMPUTER FACILITIES)
0
10
20
30
40
50
60
70
Never use Not satisfied Lees satisfied Satisfied Very satisfied
3 1.5
17.4
62.6
15.5
6
0
8
58
28
Main Library Medical Library
POST GRADUATE ROOM
Never use
20.30%
Not satisfied
1.60% Lees satisfied
13.20%
Satisfied
54.40%
Very
satisfied
10.50%
PSAS HOT SPOT
Never use
10.20% Not satisfied
3.10%
Lees satisfied
15.60%
Satisfied
59.90%
Very satisfied
15.20%
CIRCULATION SERVICE COUNTER
0
10
20
30
40
50
60
70
80
Never use Not satisfied Lees satisfied Satisfied Very satisfied
3.4 1
9.6
63.9
22.1
5 1.7
6.7
48.3
38.3
0 0 0
57.9
42.1
4.6
1.6
7.7
61.5
24.6
2.8 0.6 1.1
74
21.5
Main Library Medical Library Veterinary Library
Engineering Library Campus Bintulu Library
LOAN ELIGIBILITY Never use
2.60%
Not satisfied
2.20%
Lees satisfied
12.40%
Satisfied
64.50%
Very satisfied
18.30%
LOAN PERIOD Never use
3% Not satisfied
4.1%
Lees satisfied
16.4%
Satisfied
60%
Very satisfied
16.5%
SELF CHECK MACHINE
0
10
20
30
40
50
60
Never use Not satisfied Lees satisfied Satisfied Very satisfied
6.6
1.2
11.6
58.2
22.4
46.6
8.6 8.6
25.9
10.3
0 0
10.5
57.9
31.6
13.8
4.7
7.7
49.2
24.6
32.7
1.3
4.8
49.1
12.1
Main Library Medical Library Veterinary Library
Engineering Library Campus Bintulu Library
BOOK DROP
Never use
5.3%
Not satisfied
1.4%
Lees satisfied
9.6%
Satisfied
58.8%
Very satisfied
24.9%
BOOK COLLECTION (SUBJECT)
0
10
20
30
40
50
60
70
Never use Not satisfied Lees satisfied Satisfied Very satisfied
1.9 3.4
23.1
59.5
12.1
1.6
5
26.7
60
6.7
0
5.3
15.8
63.2
15.8
4.6 6.3
21.9
51.6
15.6
3.9 5
11.6
63.5
16
Main Library Medical Library Veterinary Library
Engineering Library Campus Bintulu Library
BOOK COLLECTION (NUMBER OF COPIES)
0
10
20
30
40
50
60
70
Never use Not satisfied Lees satisfied Satisfied Very satisfied
2 4.2
25.5
56.2
11.9
1.7
5.1
27.1
59.3
6.8
0
10.5
21.1
52.6
15.8
6.4
9.5
23.8
46
14.3
3.8 5.1
12.4
65.2
13.5
Main Library Medical Library Veterinary Library
Engineering Library Campus Bintulu Library
PRINTED JOURNAL COLLECTION (SUBJECT)
0
10
20
30
40
50
60
70
Never use Not satisfied Lees satisfied Satisfied Very satisfied
2 4.2
25.5
56.2
11.9
1.7
5.1
27.1
59.3
6.8
0
10.5
21.1
52.6
15.8
6.4
9.5
23.8
46
14.3
3.8 5.1
12.4
65.2
13.5
Main Library Medical Library Veterinary Library
Engineering Library Campus Bintulu Library
PRINTED JOURNAL COLLECTION
(CURRENCY)
0
10
20
30
40
50
60
70
Never use Not satisfied Lees satisfied Satisfied Very satisfied
6
3.2
23
58
9.7
0
3.4
22.4
65.5
8.7
5.6 5.6
22.2
50
16.7
12.7
1.6
20.6
54
11.1 10.7
2.2
11.8
62.4
12.9
Main Library Medical Library Veterinary Library
Engineering Library Campus Bintulu Library
SHELVING OF BOOKS / JOURNALS
0
10
20
30
40
50
60
70
80
Never use Not satisfied Lees satisfied Satisfied Very satisfied
1.3 3
16.4
64
15.3
0 0
15
65
20
0 0
5
80
15
0 0
6
72.3
21.5
3.9
0.6
8.9
71.5
15.1
Main Library Medical Library Veterinary Library
Engineering Library Campus Bintulu Library
COMPUTER FACILITIES FOR OPAC
0
10
20
30
40
50
60
70
Never use Not satisfied Lees satisfied Satisfied Very satisfied
3.2 1.3
12.8
63.7
19
5.1
0
20.3
62.7
11.9
0
5.3
10.5
68.4
15.8
3.1 3.1
13.8
56.9
23.1
7.7
0.6
6.7
65
20
Main Library Medical Library Veterinary Library
Engineering Library Campus Bintulu Library
PHOTOCOPYING & PRINTING SERVICES
0
10
20
30
40
50
60
70
Never use Not satisfied Lees satisfied Satisfied Very satisfied
8.5
3.1
18.8
56.1
13.5
18.3
25
20
33.4
3.3
0
5.5
16.7
61.1
16.7
12.5
3.1
15.6
50
18.8
7.8 5
8.9
62
16.3
Main Library Medical Library Veterinary Library
Engineering Library Campus Bintulu Library
LIBRARY SIGNAGE
0
10
20
30
40
50
60
70
Never use Not satisfied Lees satisfied Satisfied Very satisfied
1 1.3
14.6
65.4
17.7
0
5.3
14
59.6
21.1
0 0
5.2
63.2
31.6
3
0
14.1
64.1
18.8
1.6 1.7
7.9
69.1
19.7
Main Library Medical Library Veterinary Library
Engineering Library Campus Bintulu Library
LEARNING ENVIROMENT (
TEMPERATURE)
0 10 20 30 40 50 60 70
Never use
Not satisfied
Lees satisfied
Satisfied
Very satisfied
1.3
3.9
16.7
61.6
16.5
0
5
13.3
56.7
25
0
10
15
50
25
3.1
3.1
12.3
60
21.5
1.1
2.3
9.6
63.3
23.7
Campus Bintulu Library Engineering Library Veterinary Library
Medical Library Main Library
LEARNING ENVIROMENT (LIGHTING)
0 10 20 30 40 50 60 70
Never use
Not satisfied
Lees satisfied
Satisfied
Very satisfied
1
1
8.1
68.6
21.3
0
3.3
15
58.3
23.4
0
5
10
65
20
1.5
0
12.3
61.6
24.6
1.6
0.6
2.8
68.9
26
Campus Bintulu Library Engineering Library Veterinary Library
Medical Library Main Library
LEARNING ENVIROMENT (COMFORTABILITY
OF CHAIRS & TABLE)
0
10
20
30
40
50
60
70
Never use Not satisfied Lees satisfied Satisfied Very satisfied
1 1
10.7
67.8
19.5
0
5
13.3
60
21.7
0
6
10
65
20
1.5 1.5
7.6
65.2
24.2
1.7 0
4.4
64.6
29.3
Main Library Medical Library Veterinary Library
Engineering Library Campus Bintulu Library
ARRANGEMENT OF BOOK SHELVES
0
10
20
30
40
50
60
70
Never use Not satisfied Lees satisfied Satisfied Very satisfied
1.1 1
11.5
66.9
19.5
0
3.3
13.3
58.4
25
0
5 5
70
20
3.1
0 3.1
61.5
32.2
1.7 0
3.3
67.4
27.6
Main Library Medical Library Veterinary Library
Engineering Library Campus Bintulu Library
STAFF ASSISTANCE
0 10 20 30 40 50 60 70
Never use
Not satisfied
Lees satisfied
Satisfied
Very satisfied
1.7
2.1
14.3
67.4
14.5
1.6
1.7
11.7
41.7
43.3
0
0
5
60
35
3.1
1.6
7.8
64.1
23.4
1
0.6
5
67.4
26
Campus Bintulu Library Engineering Library Veterinary Library
Medical Library Main Library
STAFF FRIENDLINESS
0 10 20 30 40 50 60 70 80
Never use
Not satisfied
Lees satisfied
Satisfied
Very satisfied
1.3
2.6
15.5
60
15.6
1.7
5
8.3
41.7
43.4
0
0
5
50
45
0
1.6
9.4
62.4
26.6
0.6
0.6
3.3
70.2
25.4
Campus Bintulu Library Engineering Library Veterinary Library
Medical Library Main Library
STAFF COMMUNICATIION SKILS
0 10 20 30 40 50 60 70 80
Never use
Not satisfied
Lees satisfied
Satisfied
Very satisfied
1.4
1.6
13.3
68.5
15.2
10
1.7
13.5
45.8
39
0
0
5
55
40
1.4
1.5
13.8
56.9
26.2
1.6
0
5
70.2
23.2
Campus Bintulu Library Engineering Library Veterinary Library
Medical Library Main Library
DOCUMENT DELIVERY SERVICE
0
10
20
30
40
50
60
70
Never use Not satisfied Lees satisfied Satisfied Very satisfied
7.2
1
12.9
65.5
13.4
27.6
0
8.6
37.9
25.9
Main Library Campus Bintulu Library
LIBRARY CATALOGUE (OPAC)
Never use
5.50% Not satisfied
11.40% Lees satisfied
1.10%
Satisfied
63.70%
Very satisfied
18.30%
LIBRARY WEBSITE Never use
3.7% Not satisfied
1.5%
Lees satisfied
10.3%
Satisfied
63.4%
Very satisfied
21.1%
SUBSCRIBED ONLINE
DATABASES/JOURNALS/BOOKS (SUBJECT)
Never use
6.6%
Not satisfied
1.8%
Lees satisfied
14%
Satisfied
64.9%
Very satisfied
12.7%
SUBSCRIBED ONLINE
DATABASES/JOURNALS/BOOKS (CONTENT &
YEAR COVERAGE)
Never use
6.8%
Not satisfied
1.8%
Lees satisfied
14.5%
Satisfied
64.7%
Very satisfied
12.2%
CLIENT’S EVALUATIONS ON OVERALL
PERFORMANCE OF THE LIBRARY
Never use
0.3%
Not satisfied
1.8%
Lees satisfied
13.9%
Satisfied
68.4%
Very satisfied
16.7%
WHAT IS THE LIBRARY DOING
ABOUT IT? PSAS would like to thank you for your response to
our survey your comments and suggestions are very
much appreciated and will be very helpful for us to
improve our services.
Action will be taken if the satisfaction level is below
60%.
In 2010, our survey results indicate two (2) aspects
were below 60% at Medical Library i.e.:
• photocopying & printing services (36.7%)
• self check machine (36.2%).
PHOTOCOPYING & PRINTING SERVICES
CUSTOMER
STATISFACTIO
N
FACTS AND FIGURE
•ML – 69.6
•MDL -36.7
• EL – 68.8
• VL – 77.8
•CBL – 78.3
New machines were acquired for photocopying, printing, and scanning of document, photo,
image, etc. Printing can be done via the internet and users are free to get the printed
materials at any locations as stated below.
SERVICES/
FACILITIE
S
CUSTOMER
STATISFACT
ION FACTS AND FIGURE
PHOTO
COPYING
& PRINTING
SERVICES
•ML – 69.6
•MDL -36.7
• EL – 68.8
• VL – 77.8
•CBL – 78.3
New machines were acquired for photocopying, printing, and scanning of
document, photo, image, etc. Printing can be done via the internet and users are
free to get the printed materials at any locations as stated below.
ML- Main Library MDL – Medical Library EL – Engineering Library VL- Veterinary Library
CBL- Campus Bintulu Library
Date
provided
Location 2008 2010 2011
ML
( Jun 2008)
A Block level 1 2 units BW 1 BW 1 BW
B Block level 0 4 units BW 2 BW 2BW
B Block level 1 1 unit BW 1 BW BW
B Block 2 (Reading
area)
6 units BW,
1 unit color
3 BW
1C
3BW
1C
B Block level 2
(BKK)
- 2 BW 2 BW
1MDL (Nov
8)
2 units BW 2BW 2 BW
VL (Nov 8) Level 0 (1), Level 1
(1)
2 units BW 2 BW 2 BW
EL (Nov 8) One Level 2 units BW, 1
unit color
2 BW,
1C
2BW,
1C
BL (Okt 08) Level 0 2BW, 1C 2 BW,
1C
2BW,
1C
TOTAL 21 Units
SERVIC
ES/
FACILIT
IES
CUSTOMER
STATISFAC
TION
FACTS AND FIGURE
PHOTO
COPYIN
G
&
PRINTI
NG
SERVIC
ES
MDL -36.7%
EL – 68.8%
ML – 69.6%
VL – 77.8%
BL – 78.3%
Response from MDL:
Current Problem:
Copying service are `outsource’
The vendors do not put on staff to handle student
registration through the matric card for photocopying
activities. Staff vendor only comes three times a week.
Action:
One PPSK staff have been appointed to monitor the
activities and business of photocopying services.
The vendors have put the name and phone number on the
copy machines if there are any questions from the customers.
Contract services will include photocopying machines in the
branch library (Serdang) for the next contract.
MDL- Medical Library EL- Engineering Library ML- Main Library VL-
Veterinary Library
CBL- Campus Bintulu Library
SERVICE
S/
FACILITI
ES
CUSTOMER
STATISFACT
ION FACTS AND FIGURE
SELF
CHECK
MACHIN
E
•MDL –
36.2%
• CBL –
61.2%
•ML – 80.6
• EL – 73.8
• VL – 89.5
One self check machine is placed at the Medical
Library. For January – September 2008 & 2009, the circulation
statistics as shown below:
Location Purpose
Circulation Count
Year 2009 Year
2010
Year 2011
Circulati
on
Counter
Borrow 8,810 11,014 6,547
Renew 1,817 1646 876
Return 10,713 13595 7,712
Self
Check
Machine
Borrow 4,261 930 171
Renew 28 3 0
MDL- Medical Library CBL – Campus Bintulu Library ML- Main Library EL- Engineering Library VL-
Veterinary Library
SERVICES/
FACILITIES
CUSTOMER
STATISFAC
TION
FACTS AND FIGURE
SELFCHEC
K MACHINE
MDL – 36.2%
ML –80.6%
VL – 89.5%
Response from MDL
Current Problem:
1. Selfcheck machine using hunting line / floating ip.
Internet network is less stable in Fakulti Perubatan and
Science Kesihatan
2. Selfcheck machine sometimes are damaged
3. Customers may not know / are adept at using selfcheck
machines
4. Customers prefer to borrow at the counter (human touch)
Action:
1. Machines are now using fixed ip
2. If machines damaged, the vendor will immediately be
contacted. Regular maintenance performed by contract
3. The method uses selfcheck machines are included in the
teaching session module Intro Class Library
4. The intake of students starting September 2011 also give
effect to the lending statistics.
MDL – Medical Library ML – Main Library VL- Veterinary Library
RESPONSES
FOR OPEN ENDED
QUESTIONS
RESPONSES FOR OPEN ENDED QUESTIONS
SERVICE/
FACILITIES
SUGGESTION/
COMMENT LIBRARY ACTIONS
BOOK
COLLEC
TION (61)
• More recent books (42)
• Provide e-books (2)
• More books published by
University ,Faculty &
Research (3)
• More Malay books (6)
• Multi discipline books in
Engineering library (4)
• Add electric and
electronic book collection
(1)
• Update thesis collection
at Medical Library (1)
• Add ethnic Sabah and
Sarawak collection book
(2)
Cik Haslina Abu Seman
SERVICE/FACILI
TIES
SUGGESTION/COMM
ENT LIBRARY ACTION
ENVIROMENT
(27)
• Temperature too cool
and not conducive (11)
• Hot temperature in
Blok A (8)
•Hot temperature –
Reading area and
Carrel room outside (3)
• Do decorate to make
library more attractive
(2)
•Noisy environment at
block B (2)
Puan Joliah Hussin
Encik Roslan Ariffin
SERVICE/FACIL
ITIES
SUGGESTION/COMME
NT LIBRARY ACTION
CIRCULATIO
N SERVICE
(16)
• Extend borrowing
periods of books (8)
• Allow to borrow thesis
(1)
• Increase service to book
renew online (2)
• Reduce fines rate for
late returned book/ thesis
(2)
• Add feasibility of
borrowing (3)
Encik Roslan Ariffin
SERVICE/
FACILITIE
S
SUGGESTION/
COMMENT LIBRARY ACTIONS
LIBRARY
OPENIN
G HOURS
(15)
• Extend library
opening hours (10)
• Open 24 hours
(1)
• extend opening
hours during exam
(1)
• Open as usual in
the month of
Ramadan (1)
• Open weekend
(2)
The library opening hours was last revised in
July 2007, as follows:-
More Response from Circulation Division: Encik
Roslan Ariffin
During semester Time
Monday – Friday
Saturday & Sunday
1st & 3rd Saturdays of
the month
8.00 a.m – 11
p.m
8.00 a.m – 4.00
p.m
Closed
During Semester Break:
Monday – Friday
Saturday & Sunday
8.00a.m – 6.30
p.m
Closed
SERVICE/FACIL
ITIES
SUGGESTION/COMME
NT LIBRARY ACTION
PRINTED
JOURNAL
COLLECTIO
N (14)
• Add medical Science
Journal, Economy,
Biotechnology, language
and linguistic (8)
• Add recent journal
collection (5)
• Less journal (1)
Puan Azizah Zainal Abidin
SERVICE/FACIL
ITIES
SUGGESTION/COMME
NT LIBRARY ACTION
PHOTOCOPY
ING
SERVICE (13)
• Print cost and
photocopying expensive
(3)
• Add more computer for
printed (3)
• Increase service (2)
• Maintenance paper
logic (1)
• Provide color printed
(1)
• Online printer trouble
(1)
• Staff monitor the
service (1)
Puan Joliah Hussin
SERVICE/FACIL
ITIES
SUGGESTION/COM
MENT LIBRARY ACTION
HOTSPOT
REGISTER
SERVICE (12)
•Increase “Hotspot”
speed (6)
• Burden annual
register ( 1)
• Easy to access (1)
• Expand coverage (2)
• Increase Hotspot
counter service (1)
• Abolish Laptop
registration (1)
Encik Shaifol Yazam Mat